Methods for automated access to shipping services

ABSTRACT

Systems and methods are disclosed for obtaining shipping services information over a network by a telephone call center receiving orders for merchandise. Instructions are received at the telephone call center, which permits the telephone call center to access the shipping information for shipment of the merchandise. The telephone call center sends the request over the network to the server for the shipping services information. Thereafter, the server sends the requested shipping services information to the telephone call center. The shipping service information may be in the format of a label, which may be attached to a package for shipment of the merchandise.

CROSS REFERENCE TO RELATED APPLICATION

This application claims priority from U.S. Provisional Application Ser.No. 60/230,871, filed Sep. 7, 2000, by Stuart Willoughby and titledMETHOD FOR AUTOMATED ACCESS TO SHIPPING SERVICES. This application isrelated to U.S. Provisional Application Ser. No. 60/227,903, filed Aug.25, 2000, by Stuart Willoughby and titled SYSTEMS AND METHODS FORAPPLICATION PROGRAMMING INTERFACES FOR SHIPPING SERVICES, and CopendingU.S. patent application Ser. No. (Atty Docket No. 08049.0785), filedAug. 27, 2001, by Stuart Willoughby and titled SYSTEMS AND METHODS FORAPPLICATION PROGRAMMING INTERFACES FOR SHIPPING SERVICES, the entiredisclosure of each is expressly incorporated herein by reference.

DESCRIPTION OF THE INVENTION

1. Field of the Invention

This invention relates to obtaining shipping services information over anetwork by a telephone call center using application programminginterfaces (“API's” or “Web Tools API”) supplied by the United StatesPostal Service (“USPS”). A telephone call center receives orders formerchandise. The telephone call center requests shipping servicesinformation from a server for the shipment of the merchandise. Thetelephone call center receives the requested shipping servicesinformation from the server, and provides the shipping servicesinformation to an operator. The shipping services information may beprovided to the operator in the format of a label. The telephone callcenter may include a facility for printing the label. The label may beattached to the packaged merchandise for shipment.

2. Background of the Invention

In the aforementioned U.S. Provisional Application Ser. No. 60/227,903and copending U.S. patent application Ser. No. (Atty Docket No.08049.0785), methods are disclosed for providing an Internet customerwith information relative to shipping services using applicationprogramming interfaces (“API's”) supplied by the United States PostalService (“USPS”). The API's are designed to provide access to USPSshipping data and information over a network. The network is preferablythe Internet; however, any type of network known to those skilled in theart may be used.

The shipping services information to be transferred over the network mayinclude postal rates, international and domestic service standards,addressing information, shipping labels, merchandise return labels,delivery confirmation labels, courtesy reply labels, etc. All of thisuseful shipping information resides on one or more USPS servers.

Mail order retailers that use a telephone call center from whichoperators access a marketing database server while taking telephoneorders from a customer have a need for the information provided by theabove described API's but may not have the time for programmingresources to integrate them into their existing systems.

It is accordingly an object of an embodiment of the invention to provideaccess to USPS shipping information to telephone call centers, such asmail order retailers that use a telephone call center to take telephoneorders from customers.

This is achieved by providing, to telephone call centers, software thatis integrated with the API's. For convenience the software will bereferred to as “the shipping assistant.” The shipping assistant may beinstalled on a computer for use by a telephone operator for accessingservers having USPS shipping information. The servers may include, forexample, one or more USPS servers. The shipping assistant may be writtenin any programming language or tool known to those skilled in the art,for example, C, C++, visual basic, HyperText Markup Language (“HTML”),Extensible Markup Language (“XML”), etc.

SUMMARY OF THE INVENTION

In accordance with an embodiment of the invention, systems and methodsare disclosed for obtaining shipping services information over a networkby a telephone call center receiving orders for merchandise.Instructions are received at the telephone call center, which permitsthe telephone call center to access the shipping services informationresiding on a server. The telephone call center generates a request forthe shipping services information on the server for shipment of themerchandise. The telephone call center sends the request for theshipping services information to the server. Thereafter, the telephonecall center receives the requested shipping services information fromthe server. The telephone call center provides the shipping servicesinformation to an operator at the telephone call center.

In accordance with another embodiment of the invention, systems andmethods are disclosed for obtaining shipping services information over anetwork by a mail center, wherein the shipping services information isin the format of a label and includes postage thereon. Instructions arereceived at the mail center for accessing the shipping servicesinformation residing on a server; the mail center generates a request atthe mail center for the shipping services information; sends the requestfor the shipping services information to the server over the network;receives at the mail center the requested shipping services informationfrom the server over the network; and provides the shipping servicesinformation by the mail center to a customer.

It is to be understood that both the foregoing general description andthe following detailed description are exemplary and explanatory onlyand are not restrictive of the invention, as claimed.

The accompanying drawings, which are incorporated in and constitute apart of this specification, illustrate one embodiment of the inventionand together with the description, serve to explain the principles ofthe invention.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic illustration of a system incorporating anembodiment of the invention through a telephone call system.

FIG. 2 is a block diagram of a call center system consistent with thepresent invention.

FIG. 3 is a flowchart showing a method for obtaining shipping servicesinformation over a network.

FIG. 4 is a diagram of a user interface for logging into the shippingassistant;

FIGS. 5-21 illustrate a series of user interfaces to which a telephonecall center operator employed by a telephone retail outlet may accesswhile taking an order from a customer using the method of the presentinvention. In particular,

FIG. 5 is a diagram of a user interface for accessing tracking and/orshipping confirmation information;

FIG. 6 is a diagram of a completed user interface for accessing trackingand/or shipping confirmation information;

FIG. 7 is a diagram of a user interface for accessing address checkinginformation;

FIG. 8 is a diagram of a user interface for accessing domestic ratesinformation;

FIG. 9 is a diagram of a user interface for a domestic rates restrictionlist;

FIG. 10 is a diagram of a user interface for accessing internationalrates information;

FIG. 11 is a diagram of a user interface for international rates, theuser interface having a conditions of mailing list;

FIG. 12 is a diagram of a user interface for accessing service standardsinformation;

FIG. 13 is a diagram of a service standards user interface showing aservice standards response.

FIG. 14 is a diagram of a user interface for accessing shipping labelinformation;

FIG. 15 is a diagram of a user interface for e-mailing a deliveryconfirmation number to a sender and recipient of a mail item;

FIG. 16 is a diagram of a user interface for accessing deliveryconfirmation information;

FIG. 17 is a diagram of a user interface for accessing merchandisereturn information;

FIG. 18 is a diagram of a user interface for e-mailing a merchandisereturn label to a sender of a mail item;

FIG. 9 is a diagram of a user interface for displaying a merchandisereturn label;

FIG. 10 is a diagram of a user interface for accessing courtesy replyinformation; and

FIG. 21 is a diagram of a user interface for displaying a courtesy replylabel.

FIG. 22 is a schematic illustration of a system incorporating anembodiment of the invention through a back office mail center system.

FIG. 23 is a flowchart showing a method for obtaining shipping servicesinformation over a network by a back office mail center system.

DESCRIPTION OF THE EMBODIMENTS

Reference will now be made in detail to the exemplary embodiments of theinvention, an example of which is illustrated in the accompanyingdrawings. Wherever possible, the same reference numbers will be usedthroughout the drawings to refer to the same or like parts.

In accordance with the present invention, and as shown in FIG. 1, aretail/mail order telephone call center is represented by a mail ordersystem 130 attended by an operator 120 accessible by a customer 100 viaa telephone. Although only one call center system 130 is shown, it isintended as representative of a plurality of such systems, each with anoperator 120 who has access to customers 100 by telephone. Each suchcall center system 130 is loaded with shipping assistant softwaresupplied on an external storage medium, such as a compact disc (“CD”),floppy disk, etc.

The CD includes software and data, which allows call center system 130to access the various services provided by the USPS over a network 110,including access to the shipping services information residing on one ormore servers 140, such as the USPS Web Tools API server (“Web Tools APIserver”). USPS Web Tools API server 140 is described in detail in theaforementioned U.S. Provisional Application Ser. No. 60/227,903 andcopending U.S. patent application Ser. No. (Atty Docket No. 08049.0785).The CD also may include initialization routines, which install theshipping assistant software and data with a minimal amount of operator120 interaction. Thus, the entire contents of the CD provides theability for a call center system 130 to access the USPS shippingservices information without having to write custom software.

Call center system 130 is connected to Web Tools API server 140 vianetwork 110, so that shipping services information corresponding to theuser interfaces shown in FIGS. 5-21 of the drawings is instantlyavailable to an operator 120. Network 110 may include, for example, aLocal Area Network (LAN), a Wide Area Network (WAN), a wireless network,the Internet, an intranet, and/or any other network or communicationmedium known to one of ordinary skill in the relevant art.Communications between call center system 130 and Web Tools API server140 or e-commerce server 150 may take place over network 110 through asecure sockets layer (“SSL”) protocol or secure HyperText TransferProtocol (“S-HTTP”).

Operator 120 may provide the shipping services information to anelectronic commerce (“e-commerce”) entity at an e-commerce server 150.E-commerce entities may include, for example, multi-carriers, electronicretailers, electronic shopping malls, auction houses, or third partyvendors that buy in broker services over a network.

FIG. 2 is a block diagram of a call center system 130 consistent withthe present invention. Call center system 130 may include a processor200, which connects over bus 210 to a memory 220, a secondary storage230, a network interface component 240, and an input/output interfacecomponent 250. Memory 220 may include a shipping assistant component 275and an operating system 280.

Operation of call center system 130 is generally controlled andcoordinated by operating system 280. Operating system 280 controlsallocation of system resources and performs tasks, such as memorymanagement, process scheduling, networking, and services, among otherthings.

Secondary storage 230 may include a computer-readable medium, such as ahard disk drive, a compact disc (“CD”) drive, or a read/write CD drive.From the CD drive or the read/write CD drive, software and data may beloaded onto the disk drive, which may then be copied into memory 220.Similarly, software and data in memory 220 may be copied onto the harddisk drive, which may then be loaded onto a read/write CD drive.

Network interface component 240 may include hardware and software forsending and receiving data over network 110. Input/Output interfacecomponent 250 may include one or more of, for example, a keyboard, apointing device, a keypad, a display unit, or a printing device.

FIG. 3 is a flowchart showing a method for obtaining shipping servicesinformation over a network. An operator 120 receives an order formerchandise from a customer 100. Operator 120 may access a call centersystem 130 to log into a shipping assistant component 275. Once operator120 is logged into shipping assistant component 275, she may send toshipping assistant component 275 a request for shipping servicesinformation relative to shipment of the merchandise order. As shown inFIG. 3, shipping assistant component 275 receives the request fromoperator 120 for the shipping services information (stage 310).

Shipping assistant component 275 generates a XML request for theshipping services information (stage 320). Shipping assistant component275 may make a network connection to Web Tools API Server 140 (stage330). Next, shipping assistant component 275 sends the XML request toWeb Tools API server 140 through network 110 (stage 340). Web Tools APIserver 140 receives the XML request, generates a XML response to therequest, and sends the XML response over the network to call centersystem 130. The XML response includes the requested shipping servicesinformation.

Preferably the requests and responses are implemented in ExtensibleMarkup Language (“XML”); however, they are not limited to language andcould be written in any programming language known to those skilled inthe art. The format of the XML requests and responses are described indetail in the aforementioned U.S. Provisional Application Ser. No.60/227,903 and copending U.S. patent application Ser. No. (Atty DocketNo. 08049.0785).

Shipping assistant component 275 receives the XML response (stage 350).Thereafter, shipping assistant component 275 extracts the shippingservices information from the XML response (stage 360). Thereafter,shipping assistant component 275 may provide the shipping servicesinformation to operator 120 by, for example, displaying the shippingservices information to operator 120 through a browser or user interface(stage 370).

The shipping services information may be in the format, for example, ofa label. The label may be printed on a printer and applied to a package.Thereafter, the package may be placed into a mail stream for delivery tothe recipient specified in the label. The mail stream may include, forexample, the mail stream provided by the USPS.

Operator 120 may provide the shipping services information to thecustomer 100. Alternatively, operator 120 may provide the shippingservices information to an e-commerce entity at an e-commerce server150.

FIG. 4 is a diagram of a user interface for logging into the shippingassistant. An operator 120 may access a call center system 130 to loginto a shipping assistant component 275. Shipping assistant component275 may retrieve network information that was supplied duringinstallation of the shipping assistant component 275 on call centersystem 103 for connecting to a Web Tools API server 140. Shippingassistant component 275 may display the network information in a log-inuser interface 400 shown in FIG. 4. The network information may bedisplayed in fields http address 405, http port 410, proxy server 415,and proxy port 420. In addition, shipping assistant component 275 mayretrieve operator information that was supplied during installation ofthe shipping assistant component 275 on call center system 130 forconnecting to Web Tools API server 140. Shipping assistant component 275may display the operator information in fields usemame 425, output path435, default printer 440, company name 445, and company e-mail 450.Operator 120 may supply an API password 430. Alternatively, operator 120may supply information for any of the fields.

Thereafter, operator 120 clicks the continue button 455 to log intoshipping assistant component 275. Shipping assistant component 275retrieves the information from the user interface and verifies whetheroperator 120 is allowed to access the shipping services informationbased on the retrieved information. If the operator 120 is not allowedto access the shipping services information (i.e., not a valid user),shipping assistant component 275 sends a message to operator 120indicating the error condition. Otherwise, shipping assistant component275 may display to operator 120 one or more of the user interfaces shownin FIGS. 5-19.

FIG. 5 is a diagram of a user interface for accessing tracking and/orshipping confirmation information. An operator 120 may receive atelephone call from a customer 100 requesting tracking information abouta merchandise order that has been placed in a mail stream. As shown inFIG. 5, operator 120 may access a track/confirm user interface 500 byclicking tab 505. Customer 100 supplies to operator 120 a tracking idthat is associated with the merchandise order. Operator 120 may inputthe tracking id into a tracking id field 555 and click an add button 560to add the tracking id to a list of tracking id's for which statusinformation is requested. Operator 120 may then click a submit button565. Shipping assistant component 275 may display a status of processingof the request in a processing field 570. Thereafter shipping assistantcomponent 275 generates a XML request for the tracking information forthe given tracking id's and sends the XML request to a Web Tools APIserver 140 through network 110. Web Tools API server 140 retrieves therequested information and sends it in a XML response to shippingassistant component 275 at call center system 130. Shipping assistantcomponent 275 may display the tracking information to operator 120 in aresponse track/confirm information field 550 as shown in FIG. 6.Operator 120 may provide the information to customer 100.

FIG. 7 is a diagram of a user interface for accessing address checkinginformation. An operator 120 may receive a telephone call from acustomer 100 for a purchase of merchandise that is to be mailed to arecipient, but customer 100 only knows partial information about therecipient's address. For example, customer 100 does not know therecipient's ZIP code.

Operator 120 may access an address checking user interface 500 byclicking tab 510. Customer 100 may provide to operator 120 a city andstate of the recipients address. As shown in FIG. 7, operator 120 mayinput into user interface 500 the city 625 and state 630 of therecipient's address. Operator 120 may then click a submit button 565.Thereafter shipping assistant component 275 generates a XML request forthe ZIP code information and sends the XML request to a Web Tools APIserver 140 through network 110. Web Tools API server 140 retrieves therequested information and sends it in a XML response to shippingassistant component 275 at call center system 130. Shipping assistantcomponent 275 may display the five digit ZIP code in the ZIP code field640 and the four digit ZIP+4 code in the ZIP+4 field 650. Then operator120 may provide the ZIP code information to the customer 100.

In an alternate example, operator 120 receives a request from a customer100 to verify a recipient's address for a merchandise order, the requestincludes the recipients name and address. Operator 120 accesses anaddress checking user interface 500 by clicking tab 510. As shown inFIG. 7, the operator 120 may input into user interface 500 therecipient's name 605, address 620, city 625, state 630, and ZIP code 640information. Operator 120 then clicks the submit button 565. Thereaftershipping assistant component 275 generates a XML request based on theinformation from user interface 500. Next, shipping assistant component275 sends the XML request to a Web Tools API server 140 through network110. Web Tools API server 140 determines whether the address informationis valid and sends a XML response to the shipping assistant component275 at call center system 130. Shipping assistant component 275 createsa response, based on the XML response, indicating whether the address isvalid. Then, shipping assistant component 275 displays the response tooperator 120. Operator 120 may provide the response to customer 100.

FIG. 8 is a diagram of a user interface for accessing domestic ratesinformation. An operator 120 may receive a telephone call from acustomer 100 for a purchase of merchandise that is to be mailed to arecipient within the United States. Operator 120 may use informationprovided by customer 100 to request a domestic rate for shipping themerchandise to the recipient. As shown in FIG. 8, operator 120 mayaccess a domestic rates user interface 500 by clicking tab 515. Operator120 may input information relevant to shipping the packaged merchandise,such as a shipping service type 705, which specifies the type ofdelivery service to use in shipping the packaged merchandise. Inaddition, operator 120 may input the weight of the packaged merchandisein pounds 725 and ounces 730, information about the ZIP code of thesender 710 and recipient 715, and zone 720. Operator 120 may also inputinformation about the size of the packaged merchandise 745, and may thenclick a submit button 565.

Thereafter, shipping assistant component 275 generates a XML request forthe domestic rate information and sends the XML request to Web Tools APIserver 140 through network 110. Web Tools API server 140 retrieves therequested information and sends it in a XML response to shippingassistant component 275 at call center system 130. Shipping assistantcomponent 275 may display the domestic rate in a postage rate field 750as shown in FIG. 9.

Optionally, operator 120 may click a display restrictions button 740 todisplay restrictions on domestic shipping. For example, the restrictionsare shown in FIG. 9 in a restrictions list 760.

FIG. 10 is a diagram of a user interface for accessing internationalrates information. An operator 120 may receive a telephone call from acustomer 100 for a purchase that is to be mailed to a recipient at aninternational location. Operator 120 may use information provided bycustomer 100 to request an international rate for shipping themerchandise to the recipient. As shown in FIG. 10, operator 120 mayaccess an international rates user interface 500 by clicking tab 520.Operator 120 inputs information relevant to shipping the packagedmerchandise, such as a destination country 805, and a package type 810.The package type 810 specifies the type of package to be shipped. Thepackage type may include, for example, an envelope, package, postcard,etc. In addition, operator 120 may input the weight of the packagedmerchandise in pounds 820 and ounces 825. Operator 120 may then click asubmit button 565.

Thereafter shipping assistant component 275 generates a XML request forthe international rate information and sends the XML request to WebTools API server 140 through network 110. Tools API server 140 retrievesthe requested information and sends it in a XML response to shippingassistant component 275 at call center system 130. Shipping assistantcomponent 275 may display the international rate in a service responsefield 815.

Optionally, operator 120 may click a display conditions of mailingbutton 830 to display conditions on mailing the packaged merchandise.For example, the user interface for the conditions on mailing 840 isshown in FIG. 11. As shown in FIG. 11, the operator 120 may click aprohibitions button 845, which displays the prohibitions in a list field875. Alternatively, operator 120 may click a restrictions button 850,which displays the restrictions in the list field 875.

FIG. 12 is a diagram of a user interface for accessing service standardsinformation. An operator 120 may receive a telephone call from acustomer 100 for merchandise that is to be mailed to a recipient viaexpress mail. Customer 100 desires to know a time in which to expectdelivery of the merchandise. Operator 120 may use information providedby customer 100 to request a service standard for shipping themerchandise to the recipient.

As shown in FIG. 12, operator 120 may access a service standards userinterface 500 by clicking tab 525. Operator 120 may input informationrelevant to a commitment on the delivery of the merchandise, such as ashipping service type 900, which specifies the type of delivery serviceto use in shipping the packaged merchandise. In addition, operator 120may input information about the ZIP code of the sender 910 and therecipient 920. Operator 120 may then click a submit button 565.

Thereafter, shipping assistant component 275 generates a XML request forthe shipping standards information and sends the XML request to WebTools API server 140 through network 110. Web Tools API server 140retrieves the requested information and sends it in a XML response tothe shipping assistant at the call center system 130. As shown in FIG.13 shipping assistant component 275 may display the service standard forshipping during the weekday in field 940 and the standard for shippingduring the weekend in field 950. Operator 120 may then provide theservice standards to customer 100.

FIG. 14 is a diagram of a user interface for accessing shipping labelinformation. An operator 120 may receive a telephone call from acustomer 100 for a shipping label, which is to be attached to a packagecontaining merchandise that is to be mailed to a recipient. Operator 120may access a shipping label user interface 500 by clicking tab 530 torequest a shipping label, for example, a delivery confirmation label.Operator 120 receives information from the customer 100 about the senderand/or recipient of the merchandise, shipping service type, andinformation about the package, such as the weight of the packagedmerchandise.

As shown in FIG. 14, operator 120 inputs information about the sender inthe from fields 1005 and information about the recipient in the tofields 1010. In addition, operator 120 supplies the weight of thepackage 1045, and a service type 1060. Operator 120 may select an imagetype 1055, label date 1050, and check an e-mail field 1070, whichindicates whether to e-mail a delivery confirmation number to the senderand recipient of the merchandise. The delivery confirmation numberprovides for tracking the merchandise in a mail stream. Operator 120 maythen click a submit button 565. Thereafter shipping assistant component275 generates a XML request for the delivery confirmation label andsends the XML request to Web Tools API server 140 through network 110.

Web Tools API server 140 retrieves the requested information, generatesthe requested delivery confirmation label with a corresponding deliveryconfirmation number, and sends the delivery confirmation label anddelivery confirmation number in a XML response to shipping assistantcomponent 275 at call center system 130.

Shipping assistant component 275 may display the delivery confirmationnumber in the response field 1065 and provide the delivery confirmationlabel to operator 120. Then, operator 120 may provide the deliveryconfirmation label and delivery confirmation number to customer 100. Thedelivery confirmation label may be provided to customer 100 using anyknown delivery method. For example, the delivery confirmation label maybe faxed to customer 100, e-mailed to customer 100, or printed at thetelephone call center and mailed to customer 100. Alternatively, thedelivery confirmation label may be sent to an e-commerce entity at ane-commerce server 150 for shipping the merchandise to the recipient. Thedelivery confirmation label may be attached to a package, along with anyrequired postage, if any, and the package may be placed into the mailstream for delivery to the recipient specified on the deliveryconfirmation label.

If operator 120 checked the e-mail field 1070, the user interface fore-mail delivery confirmation number shown in FIG. 15 may be displayed tooperator 120. Operator 120 may enter the name 1086 and e-mail address1087 of the sender and name 1089 and e-mail address 1090 of therecipient and click an “OK” button 1092 to submit the information toshipping assistant component 275. Thereafter, shipping assistantcomponent 275 sends an e-mail notification to the sender and recipientof the merchandise notifying both of the delivery confirmation number.The delivery confirmation number may be used to track the deliverystatus of the merchandise.

One example of a delivery confirmation label is shown in FIG. 16. Asshown in FIG. 16, a delivery confirmation label 1094 may include adelivery confirmation bar code 1095, a delivery confirmation number1096, the name and address of a sender 1097, and the name and address ofa recipient 1098. The delivery confirmation label 1094 may include alocation for the placement of postage 1099 or optionally, an indicationof pre-paid postage.

The delivery confirmation barcode allows a sender and a recipient of aPriority Mail® or a Package Services mail item to obtain deliveryconfirmation information about the package's delivery based on thedelivery confirmation number. As the package travels through a mailstream such as that provided by the USPS, the delivery confirmationbarcode is scanned and the scanned information is stored in one or moretracking databases. Upon delivery of the package, the deliveryconfirmation barcode is scanned again, and the scanned information isstored in one or more tracking databases.

FIG. 17 is a diagram of a user interface for accessing merchandisereturn information. The merchandise return user interface 500 may beused to request a merchandise return label from Web Tools API server140. The merchandise return label may be attached to a package, and thepackage may be placed into the mail stream for return of merchandise tothe recipient specified on the merchandise return label. For purpose ofthis example, the recipient is a retailer and may include an e-commerceentity at an e-commerce server 150. An operator 120 may receive atelephone call from a customer 100 for a merchandise return label toreturn merchandise to a recipient. Operator 120 may access a merchandisereturn user interface 500 by clicking tab 535, to request a merchandisereturn label for returning the merchandise to the recipient.

Operator 120 receives information from the customer 100 and enters itinto the fields of the user interface 500. The information may include,for example, information about the sender 1105 and the recipient 1115,shipping service type 1150, and information about the package, such asthe weight of the packaged merchandise 1132 and a return authorizationnumber 1145. The return authorization number may include, for example, areturn materials authorization (“RMA”). In addition, the information mayinclude a mailing acknowledgement identification number 1142. The RMAand mailing acknowledgement identification number are described indetail in the aforementioned U.S. Provisional Application Ser. No.60/227,903 and copending U.S. patent application Ser. No. (Atty DocketNo. 08049.0785). Further, operator 120 may click a delivery confirmationcheckbox 1130 to include a delivery confirmation barcode in themerchandise return label, and may click an e-mail merchandise returnlabel checkbox 1135 to specify whether the merchandise return label isto be emailed to the sender.

Operator 120 may then click a submit button 565. Thereafter shippingassistant component 275 generates a XML request for the merchandisereturn label and sends the XML request to Web Tools API server 140through network 110. Web Tools API server 140 retrieves the requestedinformation, generates the requested merchandise return label and sendsthe merchandise return label in a. XML response to shipping assistantcomponent 275 at call center system 130. Shipping assistant component275 may display a delivery confirmation number in the response field1165 and information regarding the cost of insurance 1162 for themerchandise. In addition, shipping assistant component 275 may displaythe shipping label to operator 120 as shown in FIG. 19. Operator 120 maysend the merchandise return label 1170 to customer 100 using any knowndelivery method. For example, the merchandise return label may be faxedto customer 100, e-mailed to customer 100, or printed at the telephonecall center and mailed to customer 100. The merchandise return label maythen be applied to a package containing the merchandise. The package maythen be placed into the mail stream for delivery to the recipient. Themerchandise return label 1170 is described in detail in theaforementioned U.S. Provisional Application Ser. No. 60/227,903 andcopending U.S. patent application Ser. No. (Atty Docket No. 08049.0785).

If operator 120 checked the e-mail merchandise return label checkbox1135, the e-mail merchandise return label user interface 500 shown inFIG. 18 may be displayed to operator 120. Operator 120 may enter thename 1176 and e-mail address 1177 of the sender and name 1179 and e-mailaddress 1180 of the retailer, and click an “OK” button 1185 to submitthe information to shipping assistant component 275. Shipping assistantcomponent 275 sends the merchandise return label to the sender viae-mail and sends an e-mail notification to the retailer of themerchandise notifying the retailer that a merchandise return label wassent to the sender.

FIG. 20 is a diagram of a user interface for accessing courtesy replyinformation. The courtesy reply user interface 500 may be used torequest a courtesy reply label from Web Tools API server 140. Thecourtesy reply label may be attached to a package, postage may beapplied to the package, and the package may be placed into the mailstream for return of the merchandise to the recipient specified on thecourtesy reply label. For purpose of this example, the recipient is aretailer. The courtesy reply label is described in detail in theaforementioned U.S. Provisional Application Ser. No. 60/227,903 andcopending U.S. patent application Ser. No. (Atty Docket No. 08049.0785).

An operator 120 may receive a telephone request for a courtesy replylabel from a customer 100 who desires to return merchandise to aretailer. As shown in FIG. 18, operator 120 may access a courtesy replyuser interface 500 by clicking tab 540. Operator 120 inputs informationabout the sender in the from fields 1205 of the courtesy reply userinterface 500 and information about the retailer in the to fields 1250.Operator 120 may select an image type 1285, and provide any customercomments or an RMA number 1245. Operator 120 may then click a submitbutton 565. Thereafter shipping assistant component 275 generates a XMLrequest for the courtesy reply label and sends the XML request to WebTools API server 140 through network 110. Web Tools API server 140retrieves the requested information, generates the requested courtesyreply label, and sends the courtesy reply label in a XML response toshipping assistant component 275 at call center system 130. Shippingassistant component 275 may display the courtesy reply label to operator120 as shown in FIG. 19. Operator 120 may provide the courtesy replylabel to customer 100 using any known delivery method. For example, thecourtesy reply label may be faxed to customer 100, e-mailed to customer100, or printed at the telephone call center and mailed to customer 100.

One example of a courtesy reply label is shown in FIG. 21. As shown inFIG. 21, a courtesy reply label 1290 may include an RMA number 1292, thename and address of a sender 1293, and the name and address of aretailer 1294. The courtesy reply label 1290 may include a location forthe placement of postage 1295. The courtesy reply label 1290 may alsoinclude a delivery confirmation barcode.

FIG. 22 is a schematic illustration of a system incorporating anembodiment of the invention through a back office mail center system. Inaccordance with the present invention. As shown in FIG. 22, a backoffice mail center system 130 may be connected to one or more customersystems 120 and a Web Tools API server 140 through a network 110. Backoffice mail center system 130 is loaded with shipping assistantcomponent 275 software supplied on an external storage medium, such as acompact disc (“CD”), floppy disk, etc.

Back office mail center system 130 is connected to Web Tools API server140 via network 110, so that it may access shipping services informationcorresponding to the user interfaces shown in FIGS. 5-21, and describedin detail above. Network 110 may include, for example, a Local AreaNetwork (LAN), a Wide Area Network (WAN), a wireless network, theInternet, an intranet, and/or any other network or communication mediumknown to one of ordinary skill in the relevant art. Communicationsbetween back office mail center system 130, customer systems 120, andWeb Tools API server 140, may take place over network 110 through asecure sockets layer (“SSL”) protocol or secure HyperText TransferProtocol (“S-HTTP”). Back office mail center system 130 includes thesystem configuration shown in FIG. 2, and described above in thedescription of FIG. 2.

FIG. 23 is a flowchart showing a method for obtaining shipping servicesinformation over a network by a back office mail center system. A backoffice mail center system 130 receives a request from a customer 120 forshipping services information (stage 1310). Back office mail centersystem 130 calls a shipping assistant component 275 to process therequest. Shipping assistant component 275 generates a XML request forthe shipping services information (stage 1320). Shipping assistantcomponent 275 may make a network connection to Web Tools API Server 140(stage 1330). Next, shipping assistant component 275 sends the XMLrequest to Web Tools API server 140 through network 110 (stage 1340).Web Tools API server 140 receives the XML request, generates a XMLresponse to the request, and sends the XML response over the network toback office mail center system 130. The XML response includes therequested shipping services information.

Shipping assistant component 275 receives the XML response (stage 1350).Thereafter, shipping assistant component 275 extracts the shippingservices information from the XML response (stage 1360). Thereafter,shipping assistant component 275 may provide the shipping servicesinformation to customer 120 by, for example, sending the shippingservices information to customer 120 through network 110 (stage 1370).Alternatively, the shipping services information may be provided tocustomer 120 using any other known delivery method, such as fax, e-mail,physical (regular) mail, etc.

The shipping services information may be in the format, for example, ofa label. The label may be printed on a printer and applied to a package.Thereafter, the package may be placed into a mail stream for delivery tothe recipient specified in the label.

Other embodiments of the invention will be apparent to those skilled inthe art from consideration of the specification and practice of theinvention disclosed herein. It is intended that the specification andexamples be considered as exemplary only, with a true scope and spiritof the invention being indicated by the following claims.

1.-28. (canceled)
 29. A computer-implemented method for obtainingshipping services information over a network by a call center receivingorders for merchandise, comprising: receiving order information relatedto the merchandise; generating an XML request for verified addressinformation; sending the XML request to a server storing the verifiedaddress information; receiving an XML response including the verifiedaddress information; and providing a printable delivery confirmationlabel for shipment of the merchandise, the printable deliveryconfirmation label including the verified address information and adelivery confirmation number.
 30. The method of claim 29 furthercomprising: providing the printable delivery confirmation label to acustomer in an electronic message.
 31. The method of claim 29 whereinthe printable delivery confirmation label includes merchandise returninformation thereon.
 32. The method of claim 31 wherein the merchandisereturn information includes at least one of addressing information,barcode information, and return authorization number.
 33. The method ofclaim 31 wherein the merchandise return information includes anindication of pre-paid postage.
 34. The method of claim 29 wherein theprintable delivery confirmation label includes addressing informationand barcode information.
 35. The method of claim 29 wherein theprintable delivery confirmation label includes at least one ofaddressing information, barcode information, and an indication ofpre-paid postage.
 36. The method of claim 29 wherein the call center isa retail telephone call center.
 37. A system for obtaining shippingservices information over a network by a call center receiving ordersfor merchandise, comprising: a receiving component configure to receive,at the call center, order information related to the merchandise; agenerating component configured to generate an XML request for verifiedaddress information; a sending component configured to send the XMLrequest to a server storing the verified address information; areceiving component configured to receive an XML response includingverified address information; and a providing component configured toprovide, over the network, to an operator at the call center, aprintable delivery confirmation label for shipment of the merchandise,the printable delivery confirmation label including the verified addressinformation and a delivery confirmation number.
 38. The system of claim37 wherein the providing component is further configured to provide theprintable delivery confirmation label to a customer in an electronicmessage.
 39. The system of claim 37 further comprising a printingcomponent configured to print the shipping services information.
 40. Anon-transitory computer-readable medium configured to execute a methodfor obtaining shipping services information over a network by a callcenter receiving orders for merchandise: receiving order informationrelated to the merchandise, the order information comprising a partialaddress information; generating an XML request for verified addressinformation based on the partial address information; sending the XMLrequest to a server storing the verified address information; receivingan XML response including the verified address information; andtransmitting, over the network, to an operator at the call center, aprintable delivery confirmation label for shipment of the merchandise,the printable delivery confirmation label including the verified addressinformation and a delivery confirmation number.
 41. The method of claim40 wherein the printable delivery confirmation label includesmerchandise return information thereon.
 42. The method of claim 41wherein the merchandise return information includes at least one ofaddressing information, barcode information, and return authorizationnumber.
 43. The method of claim 41 wherein the merchandise returninformation includes an indication of pre-paid postage.
 44. The methodof claim 40 wherein the printable delivery confirmation label includesaddressing information and barcode information.
 45. The method of claim40 wherein the printable delivery confirmation label includes at leastone of addressing information, barcode information, and an indication ofpre-paid postage.
 46. The method of claim 40 wherein the call center isa retail telephone call center.
 47. The method of claim 40, furthercomprising: generating a request for the shipping services informationfor shipment of the merchandise, at least a portion of the requestedshipping services information being related to the order information;sending the request for the shipping services information to a secondserver over the network; receiving the requested shipping servicesinformation from the second server over the network.
 48. The method ofclaim 47, wherein, the printable delivery confirmation label includesthe received shipping services information.